Automotive Service Manager / Service Sales Manager

Merrick Jeep Chrysler Dodge Inc. – Merrick, NY
VIP Automotive Group of Long Island
Full-Time | Management Opportunity

🚗 Experienced Automotive Service Manager Wanted

Merrick Jeep Chrysler Dodge Inc., a proud member of the VIP Automotive Group of Long Island, is seeking an experienced, motivated, and results-driven Automotive Service Manager / Service Sales Manager to help lead our busy dealership service department.

This is an excellent opportunity for an experienced Automotive Service Manager, Service Sales Manager, or Service Director who understands dealership fixed operations and knows how to drive service revenue, customer retention, technician productivity, repair order profitability, CSI, and overall service department performance.

The ideal candidate is a hands-on leader who can coach Service Advisors, improve the customer experience, maximize technician time, control costs, and create a culture of accountability and exceptional service.

What We're Looking For

• 5+ years of Automotive Service Manager or Service Director experience

• Proven experience managing a high-volume dealership service department

• Strong knowledge of automotive service operations and fixed operations

• Proven ability to lead, coach, and develop Service Advisors and service personnel

• Strong understanding of service sales, repair orders, maintenance, MPI, and customer retention

• Experience monitoring and improving service KPIs and departmental profitability

• Strong knowledge of technician productivity, efficiency, labor hours, and shop capacity

• Excellent customer service and conflict-resolution skills

• Strong computer, CRM, and dealership management system skills

• Ability to analyze reports, identify trends, and develop action plans

• Strong organizational, communication, and problem-solving skills

• Ability to hold employees accountable while maintaining a positive team environment

• Professional appearance and strong leadership presence

Key Responsibilities – Automotive Service Manager

Service Department Leadership

• Oversee the daily operations of the automotive dealership service department

• Lead, coach, and support Service Advisors, Technicians, and support staff

• Conduct daily morning meetings and communicate department objectives

• Review prior-day and month-to-date Service Advisor performance against goals

• Coach Advisors on increasing service sales, customer retention, CSI, and customer satisfaction

• Identify challenges affecting Advisor performance and develop solutions

• Participate in Service Manager and dealership leadership meetings

• Maintain professional appearance and performance standards throughout the department

Service Drive & Customer Write-Up

Be a visible leader in the service drive and actively participate in the customer write-up process.

• Greet customers and introduce yourself when appropriate

• Work alongside Service Advisors to deliver a professional service experience

• Ensure maintenance recommendations are presented 100% of the time

• Ensure customer vehicle walk-arounds are completed

• Review New York State Inspection and tire needs

• Ensure vehicle damage is properly documented with images

• Support the Multi-Point Inspection (MPI) process

• Ensure customers understand how and when they will receive updates

• Review repair quotes, MPI results, maintenance recommendations, and customer communication materials

• Ensure customers receive appropriate videos, photos, and documentation with repair recommendations

Service Sales & Repair Order Management

• Drive service sales and customer-pay repair opportunities

• Review larger repair estimates and assist Advisors with presenting recommendations

• Ensure customers receive fair, accurate, and transparent estimates

• Ensure quotes are sent through text and email, followed by appropriate phone follow-up

• Review and monitor lost sales

• Follow up with customers who decline recommended repairs or maintenance

• Reschedule unsold repairs and maintenance whenever appropriate

• Monitor repair orders from write-up through final delivery

• Ensure technicians are provided with fair and accurate repair times

• Maximize available technician hours and consistently sell available technician capacity

• Monitor service department labor sales, hours sold, gross profit, and productivity

Daily Service Department Review

• Proactively address customer complaints and service concerns

• Ensure customer follow-up calls are completed

• Monitor the status of open repair orders

• Review invoices and repair orders for accuracy and completeness

• Work closely with the Parts Department regarding special-order parts

• Follow up on parts availability and repair completion

• Monitor repair workflow and technician efficiency

• Ensure customer vehicles are completed and delivered on time

• Maintain clean, organized, and professional service work areas

• Ensure dealership service standards and manufacturer requirements are followed

Customer Retention & VIP Delivery

At VIP Automotive Group, customer retention is a critical part of our service operation.

The Service Manager will oversee the customer delivery and follow-up process to help create long-term customer relationships.

• Manage the active customer delivery process

• Review applicable VIP customer benefits and services

• Ensure customers understand their service recommendations and next steps

• Schedule the customer's next service appointment before they leave whenever appropriate

• Review upcoming:

  • New York State Inspections

  • Maintenance services

  • Tire needs

  • Special-order parts

  • Recommended repairs

• Confirm the customer is satisfied with their service experience

• Encourage positive customer feedback and survey participation

• Maintain a strong focus on CSI, customer retention, repeat business, and service loyalty

Service Performance & Fixed Operations

The successful candidate will help drive measurable improvements in:

• Service Revenue

• Customer-Pay Gross Profit

• Repair Order Count

• Average Repair Order

• Labor Hours Sold

• Technician Productivity

• Technician Efficiency

• Service Advisor Performance

• Maintenance Sales

• Customer Retention

• CSI / Customer Satisfaction

• Lost Sales Recovery

• Appointment Retention

• Overall Fixed Operations Profitability

Why Join Merrick Jeep?

Merrick Jeep Chrysler Dodge Inc. is part of the VIP Automotive Group of Long Island, an established automotive group committed to exceptional customer service, employee development, and operational excellence.

We provide a professional and collaborative environment with ongoing training, leadership support, employee benefits, and opportunities for long-term career advancement.

Employee Benefits

• Medical & Dental Insurance

• 401(k) Retirement Plan with Employer Match

• Paid Time Off

• Paid Holidays

• Paid Sick Time

• Family Leave

• Life Insurance

• Short- & Long-Term Disability

• Employee Vehicle, Parts & Service Discounts

• Supplemental Benefit Plans

• Employee Recognition Programs

• Career Growth & Advancement Opportunities

Take the Next Step in Your Automotive Management Career

If you are an experienced Automotive Service Manager, Service Sales Manager, Service Director, or Fixed Operations Manager with a proven track record of improving service department performance, developing Service Advisors, increasing service sales, and delivering an exceptional customer experience, we want to hear from you.

Join Merrick Jeep and become a key leader in our growing automotive service operation.

Apply today for the Automotive Service Manager / Service Sales Manager position.

Merrick Jeep Chrysler Dodge Inc. is an equal opportunity employer.